Trends come and go but Feedback will always be in style.
In recognition of the once standard of CSAT feedback calculation, we're excited to introduce CSAT as a Percentage score on your Dashboard! But before you join the conversion, read on about the comparison between the two data presentations.
Average (5 Point Scale)
The current default view on your Dashboard displayed the overall score of your CSAT feedback on a scale of 1 through 5. This is equal to the point allocation for the 5 standard options of a CSAT survey question.
Very Satisfied (5) -- Satisfied (4)
Unsatisfied (2) -- Very Unsatisfied (1)
The formula for the overall CSAT score in the 5 point scale is a pure average:
Combined value of all Responses / Total # of Responses
Very Satisfied - 9 Responses Satisfied - 4 Responses Neutral - 3 Responses Unsatisfied - 2 Responses Very Unsatisfied - 1 Response
(9 + 4 + 3 + 2 + 1) / 17 = 4.12
CSAT as a Percentage
Resources are bountiful across multiple industries expounding the benefits of CSAT. Much of the rhetoric is centered around CSAT as a Percentage. Percentages are agreeable and instantly understood. As is with any Feedback metric, your best gauge of success is a comparison over time. Some teams may also gauge their success against Industry Benchmarks.
Another way to frame CSAT Percentage, is to determine what percentage of your Contacts view you favorably. Simply take all of your positive scores (Very Satisfied and Satisfied) and calculate that percentage out of the Responses as a whole.
The formula for CSAT Percentage is
[ (# of very satisfied + # of satisfied) / # of all Responses ] x 100
Using the example above, we can isolate the values:
Very Satisfied - 9 Responses Satisfied - 4
Total number of Responses - 17
[(9 + 4) / 17 = 0.765] x 100 = 76.5%
Comparing a Larger Dataset
We can verbally interpret the metric as having a CSAT average score of 4.26
We can verbally interpret the metric as 80.5% of Responses are Satisfied or Positive
How to Change your CSAT Calculation
Account Admins can change the CSAT calculation dynamically by going to the Settings Page (cog icon) and clicking on Account > Settings > Display CSAT as Percentage.